Newport City Council: CRM Solution based on Oracle TeleService

Case Study:

Newport City Council

“Our existing CRM was under powered, obsolete and lacked the functionality the contact centre required to perform its duties effectively. We needed a modern, fully supported application to act as our CRM platform.”
Phil Cox, Principal Consultant, Newport City Council

To warrant the expenditure, Newport City Council produced an in-depth business case highlighting the benefits of moving from a traditional location-centric CRM to a contemporary CRM employing a citizen-centric approach.

The objectives were to simplify and speed up processes, lower call handling times, improve visibility and service delivery, and seamlessly integrate the new CRM system with other back-office systems and processes.

Newport City Council engaged the services of iTrain, an independent Enterprise Resource Planning (ERP) change management and integration services company. The Council regards the analyst as a ‘critical friend' due to its in-depth knowledge of Oracle applications.